Customer Service Satisfaction Survey has Very Satisfied and Very Unsatisfied reversed

Article:TECH184641  |  Created: 2012-03-23  |  Updated: 2012-05-31  |  Article URL
Article Type
Technical Solution


In ServiceDesk 7.1 SP2, the Customer Service Satisfaction Survey says to use 1 for a low score, and 5 for a high score but on the main part of the form, the column header for scores has Very Satisfied and Very Unsatisfied reversed.


ServiceDesk 7.1 SP2


This issue will be corrected in the next release of ServiceDesk.

To workaround the issue prior to the next release please follow the instructions below.

  1. On your Service Desk Server navigate to the following directory: %\Program Files\Symantec\Workflow\WorkflowProjects\
  2. In the directory, look for and open the file SD.CustomerServiceSurvey.
    (If any prompts display while it is opening, click next or continue to get past them.)
  3. Once the project opens in Workflow Designer, in the Project pane (on the left) click Find Components.
  4. In the Search box, search for Customer Service Survey Main Form.
  5. Ensure the Primary Model (1) is expanded, right click on Customer Service Survey Main Form and click Edit Component.
  6. On the general tab, click the ellipsis associated with Form Model.
  7. When the form model opens, double click on the box that says Very Satisfied <-----------------------> Very Unsatisfied.
  8. In the text box, change the left-hand string from Very Satisfied to Very Unsatisfied, and do the opposite on the other side.
  9. Click OK three times.
  10. Navigate to File -> Save Project.
  11. Navigate to File -> Publish Project -> Publish Project.  You may now close the project.
  12. Close all open Workflow windows.
  13. Go to Start > Run and type in services.msc to open the Services snap-in.
  14. Find the Symantec Workflow Server service and restart it.
  15. Open a command prompt and type iisreset then press enter.

Your customer service satisfaction survey will now display properly.

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